Front Line Manager - S&M - Customer Success 4A

Genpact is a leader in AI and digital innovation, transforming how businesses operate. They are seeking a Front Line Manager in Customer Success to oversee chargeback processing, manage customer inquiries, and ensure compliance with service level agreements.

Responsibilities:

• Oversee distributor chargeback processing, validation, pricing, and finalization of settlements, ensuring accuracy and compliance
• Track and calculate rebates, validating accruals against terms, conditions, and customer sales performance
• Manage SLAs and supervise timely resolution of customer and vendor inquiries, ensuring high-quality service delivery
• Review, approve, and implement key changes to rebates and chargebacks, including pricing and effective dates for high-value customers
• Maintain accurate records of customer interactions, inquiries, complaints, and actions taken for accountability and process improvement
• Coordinate with internal and cross-functional teams to resolve requests efficiently, providing periodic status updates to stakeholders
• Monitor and manage incoming email and phone queries, ensuring acknowledgment and resolution in line with SLA requirements

Requirements:

• Bachelors - Commerce
• Bachelors - Economics
• Bachelors - Finance
• Masters - Business Administration
• Masters - Business Analytics
• Certified Scrum Master (CSM) - Project Management Latin America
• Six Sigma Green Belt Certification - American Society for Quality (ASQ)
• Collaboration Tools
• Customer Experience (CX)
• Customer Relationship Management (CRM)
• Data Tools
• Data Visualization
• Insight Generation
• Marketing Analytics
• Media Research
• Oracle Customer Experience (CX)
• People Leadership
• Project Management
• English (Required)
• French (Required)
• Advanced - C1